Site MapHelpFeedbackMultiple Choice Quiz
Multiple Choice Quiz
(See related pages)

1
Which of the following can influence how satisfied a customer is with a service?
A)customers' emotions
B)product features
C)customers' perception of service quality
D)uncontrollable situational factor
E)all of the above
2
Gwen's first trip to an amusement park was as a chaperone for a class of special education children who were allowed to fill up on sugar on the bus trip to the park. By the end of the day, Gwen was very frustrated and very tired. Later when she revisited the amusement park, Gwen could not enjoy the experience because she kept remembering how miserable she had been acting as a chaperone. Gwen's satisfaction with amusement parks was adversely influenced by:
A)poor service quality
B)her perception of service quality
C)her emotional state
D)her attributions for service success
E)her perception of equity
3
_____ quality refers to how a service is delivered to the customer.
A)Output
B)Interaction
C)Experiential
D)Technical outcome
E)Interactive
4
_____ has consistently proven to be the most important determinant of service quality.
A)Reliability
B)Responsiveness
C)Assurance
D)Empathy
E)Tangibility
5
In services with a high level of credence qualities, e.g., banking, insurance, medical, and legal service, which of the following service quality dimensions is most important?
A)reliability
B)responsiveness
C)assurance
D)empathy
E)tangibles
6
From the customer's point of view, the most vivid impression of service occurs in the service _____ when the customer interacts with the service firm
A)event
B)socialization
C)encounter
D)arrangement
E)experience
7
A service encounter that occurs without any direct human contact is a(n) _____ encounter.
A)remote
B)phone
C)detached
D)public
E)impersonal
8
Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters?
A)recovery
B)adaptability
C)spontaneity
D)credibility
E)coping





To learn more about the book this website supports, please visit its Information Center.
(c)2018 McGraw Hill Education (India) Private Limited
Any use is subject to the Terms of Use and Privacy Notice.
McGraw Hill Education (India) Private Limited is one of the many fine businesses ofThe McGraw-Hill Companies.


ZeithamlOnline Learning Center

Home > Chapter 4 > Multiple Choice Quiz